units of competency security control room · 2016-11-15 · - building construction and access...
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Units of Competency Security Control Room
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Design for safety and security of the security control
2. Code SSZZCR501A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to identify risks and design a safe and secure environment to support security control operations.
4. Level 5
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about safety and security of the security control: Understand the requirements for “Control Room” and “Central Alarm
Monitoring Station” in “The matters to which the SGSIA shall have regard when determining an application for a security company license” if the organisation is a licensed security company in Hong Kong.
Understand the functions and scope of services of the security control Understand the building infrastructure and security measures in place Be familiar with the sites and electronic security systems being monitored Be familiar with international standards about safety and security of security
control Be familiar with the legal and regulatory requirements in fire safety and
occupational safety and health relevant to security control operations Possess the skills and techniques to conduct risk assessment Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Design for safety and security of security control
Be able to:
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Identify the functions and scope of services of the security control Assess risks associated with security control operations and plan on how to
mitigate these risks Balance between operational efficiency and effectiveness and the needs for
security, fire safety and occupational safety and health Key areas of consideration include:
- Location - Building construction and access control measures - Layout and furniture - Security systems and devices to be deployed and to be monitored - Systems and devices to support operations, e.g. communications,
record-keeping, and safe-keeping of records and properties, etc. - Building infrastructure to support operations, e.g. power supply,
telecommunications, ventilation and temperature control, flooding control, etc.
Determine measures and budget requirements Document the design plan Obtain the endorsement of management and relevant parties
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Compile a design plan that will facilitate the efficient and effective operations of the security control; and
(ii) Ensure that the design of the security control also meets the needs of security protection, fire safety and occupational safety and health.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Develop procedures and guidelines for security control operations
2. Code SSZZCR502A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to develop procedures and guidelines to support the effective and efficient operations of security control.
4. Level 5
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about security control operations: Understand the functions and scope of service of security control
Be familiar with the sites and electronic security systems and devices monitored at the security control
Be familiar with best practices about security control operations Be familiar with legal and regulatory requirements relevant to security
control operations Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information
and activities
6.2 Establish policies and procedures to facilitate security control operations:: Be able to: Identify operations requiring procedures and guidelines Develop procedures and guidelines for a specific operation
- Determine the objectives of the operation - Determine the requirements of relevant laws and regulations - Determine service level agreement where relevant - Determine performance standards and service quality - Determine systems and devices involved and how to operate them - Determine occupational safety and health issues - Determine dependencies with other operations and parties involved
in the operation - Determine step-by-step actions to perform the specific operation - Determine contingencies - Determine management reporting requirements - Determine requirements for record-keeping
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Document the procedures and guidelines in the prescribed format and style as required by the organisation
Consult with relevant parties to ensure their completeness and effectiveness
Obtain the endorsement of management and relevant stakeholders Publish the endorsed procedures and guidelines according to the
organisation’s laid-down policies and guidelines Train staff to ensure compliance with the procedures and guidelines Monitor performance to ensure continuous improvement
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Develop procedures and guidelines that will support the efficient and effective operations of the security control;;
(ii) Ensure that the procedures and guidelines meet legal and regulatory requirements as well as the expected service standards and quality; and
(iii) Ensure that the procedures and guidelines will be complied with and continuously improved continuously.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Develop contingency plans for security control operations
2. Code SSZZCR503A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to develop contingency plans for the malfunction and/or failure of security systems and/or equipment at the security control in order to ensure safety and security of the premises and minimize disruption to business operations.
4. Level 5
5. Credit 4
6. Competency Performance Requirement 6.1 Knowledge about contingency planning and security control operations: Understand laws and regulations relevant to guarding operations which
should include but not limited to: - Security and Guarding Services Ordinance, Cap 460 - Occupational Safety and Health Ordinance, Cap 509 and associated
regulations - Personal Data (Privacy) Ordinance, Cap 486
Understand duty of care and third party responsibilities with regard to maintaining safety and security of sites under protection
Be familiar with the nature and objectives of business of the organisation Be familiar with the physical environment of the organisation and the safety
and security measures Be proficient in the physical security policy of the organisation Be proficient in the safety and security measures of the organisation Be proficient in the types of malfunction and/or failure associated with
security control operations that may impact on safety and security of people and property and/or disrupt business operations
Be proficient in the concepts and skills in contingency planning Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities
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6.2 Manage contingency planning for the malfunction and/or failure of the security control operations Be able to: Identify the types of emergencies associated with the malfunction and/or
failure of security control operations that will require contingency planning Develop contingency plans to maintain safety and security and continuity of
essential services Document the contingency plans Obtain the endorsement of management and other stakeholders Put in place the necessary systems and resources to support the plans Familiarise security personnel and relevant parties with the contingency plans
through training, drills and exercises Ensure that security personnel and relevant parties perform according to the
plans in the event of emergencies Perform periodic reviews of the contingency plans and the associated
operations for continuous improvement
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Compile effective contingency plans that meet all legal and regulatory requirements in safety and security and minimise impact on business operations;
(ii) Ensure that security personnel and relevant parties perform according to the plans in the event of emergencies; and
(iii) Perform periodic reviews to ensure the effectiveness of the plans and operations.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Establish a Central Alarm Monitoring Station (CAMS) to provide off-site monitoring of
intrusion alarm systems for clients
2. Code SSZZCR504A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing the operations of a company holding a Type I security company license for the provision of security guarding services in Hong Kong. It covers the abilities to establish a Central Alarm Monitoring Station to provide off-site monitoring of intrusion alarm systems for clients.
4. Level 5
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about a Central Alarm Monitoring Station: Understand the requirements relevant to a “Central Alarm Monitoring
Station” in “The matters to which the SGSIA shall have regard when determining an application for a security company license” (hereinafter called “The Matters”) for a company holding a Type I security company license in Hong Kong
Be proficient in the organisation’s policies and guidelines for information security and information classification, transmission, storage and destruction
Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Establish a Central Alarm Monitoring Station
Be able to: Design the Central Alarm Monitoring Station to meet requirements in
security, fire safety, and health and safety as specified in The Matters. Arrange for standby lighting and power for uninterrupted operation and
communications in the event of a mains failure for not less than 12 hours. Develop adequate policies, procedures and guidelines for its operations Safe-keep specified records/data in relation to its operations, which should be
available for inspection by the authority: - Access control records of the Central Alarm Monitoring Station for a
minimum period of 6 months - Certain sensitive client information as specified in The Matters with
proper back-up storage Deploy a minimum of 2 security personnel to man the Central Alarm
Monitoring Station 24 hours daily Deploy a minimum of 2 telephones, with a minimum of 2 adequately
protected lines (2 incoming and 1 hunting)
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7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Establish a Central Alarm Monitoring Station to provide off-site monitoring of client’s intrusion alarm systems; and
(ii) Ensure that the construction, set-up and operations of the Central Alarm Monitoring Station meet the requirements as specified in The Matters.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Establish service level agreements with clients about monitoring intrusion alarm
systems at the client’s site from a Central Alarm Monitoring Station
2. Code SSZZCR505A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing the operations of a Central Alarm Monitoring Station of a company holding a Type I security company license in Hong Kong. It covers the abilities to establish service level agreements with clients to provide off-site monitoring of client’s intrusion alarm systems and ensure that the services comply with requirements of relevant licence, laws and regulations as well as policies, procedures and guidelines, and meet the service quality and standards agreed with the clients.
4. Level 5
5. Credit 4
6. Competency Performance Requirement 6.1 Knowledge about off-site monitoring of client’s intrusion alarm systems from a
Central Alarm Monitoring Station and service level agreements with clients: Understand the requirements for a company operating under a Type I security
company license to provide guarding services in Hong Kong Understand laws and regulations relevant to guarding services which should
include but not limited to: - Security and Guarding Services Ordinance, Cap 460 - Occupational Safety and Health Ordinance, Cap 509 and associated
regulations - Personal Data (Privacy) Ordinance, Cap 486
Understand duty of care and third party responsibilities with regard to maintaining safety and security of the sites under protection
Understand the scope of services with regard to off-site monitoring of the client’s intrusion alarm systems
Understand the costs and resources required for the services Understand relevant policies, procedures and guidelines Understand the threats and risks associated with the client and the premises
under protection Understand the key principles and terms and conditions of service level
agreements in respect of the design, installation, repair and/or maintenance of security systems and devices
Possess the analytical skills and critical thinking skills to identify issues and resolve problems and conflicts
Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities
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6.2 Establish service level agreements with clients about off-site monitoring of intrusion alarm systems at the client’s site Be able to: Obtain client’s specifications about the scope of services, the desired
outcome and the service quality and performance standards required Assess threats and risks, resources and costs required to meet the client’s
specifications Develop the proposed service plan, which should include but not limited to:
- Services to be provided – in-scope vs. out-of-scope services - Resources to be deployed - Service quality and standards to be expected - Obligations of the service provider and the client - Legal and regulatory considerations - Risk considerations and insurance coverage - Protocols - Processes involved - Policies, procedures and guidelines - Contingency plans - Service fees
Present the proposed service plan to the client either in a tendering process or in a direct outsourcing process
Consolidate client’s feedback and revised requirements as the preferred service level agreement
Establish the formal service level agreement for the approval of senior management and legal advisor and other relevant stakeholders
Obtain the client’s final sign-off of the approved service level agreement Monitor performance and ensure compliance with the terms and conditions of
the service level agreement Carry out periodic reviews and take corrective actions where necessary
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Establish service level agreements with clients that provide effective and efficient services that meet the client’s specifications; and
(ii) Ensure that the services meet the requirements of all relevant license; laws and regulations; policies, procedures and guidelines; as well as the expected service quality and standards.
8. Remarks
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Specification of Competency Standards for the Security Services Industry
Unit of Competency Security Control Room
1. Title Develop procedures and guidelines for responding to intrusion alarm activations at the
client’s site from the Central Alarm Monitoring Station
2. Code SSZZCR506A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing the operations of a Central Alarm Monitoring Station of a company holding a Type I security company license in Hong Kong. It covers the abilities to develop procedures and guidelines in order to ensure that effective and efficient actions will be taken in response to intrusion alarm activations at the client’s site from the Central Alarm Monitoring Sation.
4. Level 5
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about intrusion alarm activations at the client’s site: Understand the laws and regulations relevant to guarding services, which
should include but not limited to: - Security and Guarding Services Ordinance, Cap 460 - Occupational Safety and Health Ordinance, Cap 509 and related
regulations - Personal Data (Privacy) Ordinance, Cap 486
Understand duty of care and third party responsibilities with regard to maintaining safety and security of the premises under protection
Understand the nature of business and mode of operations at the client’s site Understand the threats and risks against the client, the premises and
businesses on site Understand the physical environment and safety and security measures Understand the function, operation and configuration of the intrusion alarm
system on site Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities
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6.2 Formulate procedures and guidelines for responding to intrusion alarm activations at the client’s site Be able to: Identify scenarios requiring procedures and guidelines
- Time of alarm - Types of alarm
Agree on processes and protocols for: - False alarms - Alarm validation - On site inspection - Report to police
Develop the procedures and guidelines for each scenario: - Determine the desired outcome - Determine the requirements of relevant laws and regulations - Determine service level agreement where relevant - Determine performance standards and service quality - Determine systems involved and how to operate them - Determine occupational safety and health issue - Determine step-by-step actions to achieve the desired outcome - Determine contingencies - Determine management reporting requirements - Determine requirements for record-keeping
Document the procedures and guidelines in the prescribed format and style Consult with the client and relevant stakeholders to ensure their completeness
and effectiveness Provide training to staff and relevant parties to ensure compliance with the
procedures and guidelines Carry out periodic reviews to ensure the relevance and effectiveness of the
procedures and guidelines
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Develop procedures and guidelines that will support the efficient and effective response actions to intrusion alarm activations at the cleint’s site;
(ii) Ensure that the procedures and guidelines meet legal and regulatory requirements as well as the expected service standards and quality; and
(iii) Ensure that the procedures and guidelines will be complied with and continuously improved.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Plan and prepare for security control operations
2. Code SSZZCR401A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to determine the functions of security control and develop and implement the plan to perform these functions.
4. Level 4
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about security control operations: Understand relevant requirements in “The matters to which the SGSIA shall
have regard when determining an application for a security company license” if the organisation is a licensed security company in Hong Kong
Be proficient in the physical security plan of the organisation Be familiar with the physical environment of the organisation Be familiar with the security measures including electronic security systems
and manpower resources deployed at the organisation Be familiar with best practices in outsourcing and project management Be proficient in the organisation’s policies and guidelines for information
security and information classification, transmission, storage and destruction Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Plan and prepare for the security control operations
Be able to: Determine the functions of security control including but not limited to:
- Serving as a communication hub to support frontline security personnel - Serving as a duty reporting centre to coordinate deployment of security
personnel including tele-protection for security personnel at remote sites - Serving as a service centre to handle customer enquiries and complaints - Serving as a centre for monitoring electronic security systems and key
controls - Serving as a centre for reporting and record-keeping of events and
incidents
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Develop the security control operations plan: - Determine the budget and resources available - Determine the security services plan of the organisation - Determine the functions, services as well as the service standard and
quality expected of the security control - Determine building infrastructure and physical security measures to
perform the functions and meet the service standards - Determine tasks and duties, shifts as well as manpower required to
perform the functions and meet the service standards - Document the security control operations plan and confirm it with
relevant stakeholders Implement the security control operations plan:
- Deploy the necessary manpower, systems and devices, and related resources
- Develop the necessary policies and procedures - Coordinate training and drills to familiarise security personnel, users and
other parties with the operations - Monitor performance for continuous improvement
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Plan and implement security control operations that become an integral part of the overall security services plan of the organisation; and
(ii) Maintain the effectiveness and efficiency of security control operations through training and continuous improvement,
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Deploy security personnel for performing security control operations
2. Code SSZZCR402A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to deploy security personnel for performing security control operations and ensure that they provide effective and efficient services in accordance to laid-down policies, procedures and guidelines
4. Level 4
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about security personnel for security control operations:
Understand requirements about employment, leave and rest days, reward and compensation, training, licensing, supervision, discipline and termination in relation to security services in Hong Kong, which include: - Security and Guarding Services Ordinance, Cap 460 - Employment Ordinance, Cap 57 - Employees’ Compensation Ordinance, Cap 282
Understand the job roles and tasks involved in security control operations Understand the qualifications, skills and experiences of personnel that fit
the requirements of the job roles and tasks of security control operations Possess the skills to lead and coach security personnel to meet the desired
outcome of the job roles and tasks of security control operations Possess the analytical skills and critical thinking skills to identify issues
and resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities
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6.2 Manage security personnel for security control operations Be able to: Deploy security personnel for the respective roles/tasks:
- Match roles/tasks, working hours and rotation requirements with individual capabilities and other relevant attributes
- Clearly communicate the roles and responsibilities, procedures for performing the roles/tasks and the expected outcome
- Acknowledge and balance the needs of the task, the team and the individual where possible
Monitor performance: - Monitor performance to ensure compliance with the laid-down policies,
procedures and guidelines - Recognise and reward good performance - Coach security personnel to enhance their capabilities - Take disciplinary actions against serious failures/mistakes and/or repeat
offenders Give direction and support when needed
- Take control and give direction on urgent and/or critical matters - Provide guidance and support in handling complaints and resolving
problems and conflicts Record and review performance outcome for continuous improvement
- Ensure proper records of all activities and incidents as required - Investigate incidents to identify gaps and failures and take corrective
actions - Identify training needs and provide training to further develop the
security personnel - Provide feedback to management in order to improve the security
services management plan and policies and procedures
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Lead security personnel to deliver effective and efficient security control services to the organisation;
(ii) Uphold the standard of conduct and performance of security personnel; and (iii) Contribute to safety and security of the premises under protection.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Establish protocols with sites and guard posts monitored by the security control
2. Code SSZZCR403A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to set rules and develop procedures and guidelines for reporting and communication between the security control and frontline security personnel and other sites monitored by it.
4. Level 4
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about effective reporting and communication: Understand the functions of the security control in the overall security
services plan of the organisation Understand the reporting structure and roles and responsibilities of various
security units Understand the call signs and terminologies commonly used Be familiar with the communications systems and equipment used Be familiar with the organisation’s policies and guidelines for information
security and document sensitivity classification, transmission, storage and destruction
Possess the people skills and communication skills to deal with others Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the literacy skills to clearly and accurately record information and
activities 6.2 Establish protocols between the security control and frontline security personnel
and other sites monitored by it Be able to: Establish the communication channels:
- Identify the means and ways of communication and transmission; and - Ensure that equipment and devices are kept in good working condition.
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Develop the procedures and guidelines for reporting and communication: - Consider the functions of the security control - Set the rules for routine reporting, e.g. When? By whom? About what?
How? - Set the rules for communication about issues and incidents, e.g. What
needs to be communicated? When? By whom? About what? How? - Ensure that security control is to provide support and coordinate actions
and not meant to replace frontline security managers/supervisors. - Mandate that all verbal and written communications follow the prescribed
means and process as well as language and format of the organisation - Encourage open communication and active listening and questioning to
clarify information and messages - Document the procedures and guidelines in the prescribed format and
style as required by the organisation - Obtain the endorsement of management as well as other stakeholders - Training security personnel about the requirements as well as how to
operate the communications systems and equipment - Monitor performance and ensure continuous improvement
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Develop procedures and guidelines to facilitate effective reporting and communication between the security control and frontline security personnel and other sites monitored by it; and
(ii) Ensure that reporting and communication conform with the function of the security control as well as relevant policies and guidelines of the organisation.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Perform periodic reviews of the design and operations of security control
2. Code SSZZCR404A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to establish a program to carry out periodic reviews to ensure the effectiveness and efficiency of security control operations.
4. Level 4
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about security control operations: Understand the laws and regulations relevant to security control operations,
which should include but not be limited to: - Security and Guarding Services Ordinance, Cap 460 - Occupational Safety and Health Ordinance, Cap 509 and related
regulations - Personal Data (Privacy) Ordinance, Cap 486
Understand duty of care and third party responsibilities with regard to maintaining safety and security of sites under protection
Be proficient in security control operations Be proficient in policies, procedures and guidelines and contingency plans
relevant to security control operations Be familiar with the service level agreements with clients Be proficient in the company’s manpower resource and other resources
including systems, devices and equipment available for security control operations
Possess the skills for security risk profiling and analysis Possess the skills for resource planning and budgeting Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities
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6.2 Perform periodic reviews to ensure the effectiveness and efficiency of security control operations Be able to: Formulate policies, procedures and guidelines for the reviews Establish the review program Establish a recording system to track the outcomes of reviews Deploy adequate manpower to perform periodic reviews Ensure that personnel deployed for periodic reviews are properly trained Ensure that periodic reviews are conducted in compliance with relevant
policies, procedures and guidelines Ensure that details of each review, the findings, as well as decisions and
follow-up actions are properly recorded Carry out a holistic review of the design effectiveness and operational
effectiveness and efficiency of security control operations upon the instruction/request of management or once every 2 – 3 years
Discuss the review outcomes with management and obtain their support and endorsement of the recommended actions
Follow through with management decisions/instructions Keep proper records of the above actions and outcomes
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Establish a review program and policies, procedures and guidelines for conducting reviews; and
(ii) Perform a holistic review about design effectiveness and operational efficiency and effectiveness of security control operations upon management instruction/request or at least once every 2-3 years; and
(iii) Follow through with management decisions/instructions and keep proper records about the reviews and decisions/actions.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Coordinate training of security personnel for security control operations
2. Code SSZZCR301A
3. Range This unit of competency applies to security personnel at managerial level responsible for managing security control operations of an organisation. It covers the abilities to co-ordinate training of security personnel in order to ensure that they deliver effective and efficient security control services to the organisation in accordance to the policies, procedures and guidelines as well as relevant laws and regulations.
4. Level 3
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about training for security control operations: Understand the scope of services of security control operations
Understand the job roles and tasks involved in security control operations Understand the qualifications, skills and experiences required for
performing the job roles and tasks Be proficient in best practices for adult training and learning Be proficient in training resources for security control operations Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Co-ordinate training of security personnel for security control operations
Be able to: Identify training needs of various roles/tasks Determine training budgets available Identify internal and external training resources available Evaluate the quality of various training resources Develop the training programs for various roles/tasks Obtain the endorsement of management and stakeholders about the training
programs and budget approvals Publish the training programs and specify mandatory and optional training
for various roles/tasks Monitor and maintain records about the enrolment, attendance, completion
and certification of training of the security personnel Conduct periodic reviews to ensure relevance of the training programs to
armoured transportation and training effectiveness using various means and techniques of evaluation
Control and ensure the effective and efficient use of the training budgets
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7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Establish training programs to meet the training needs and objectives relevant to security control operations;
(ii) Ensure that training is effective and efficient and achieve the desired outcomes; and
(iii) Conduct periodic reviews for continuous improvement
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Supervise daily operations of security control
2. Code SSZZCR302A
3. Range This unit of competency applies to security personnel at supervisory level and above responsible for performing security control operations. It covers the abilities to supervise security personnel to perform security control operations according to laid-down procedures and guidelines.
4. Level 3
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about supervising security control operations: Understand the provisions of the Employment Ordinance about
employment contract, leave and rest days, reward and compensation as well as discipline and termination
Understand the functions and scope of service of the security control Be familiar with the security control operations plan Be familiar with the sites and security systems and devices monitored at
the security control Be familiar with relevant laid-down procedures and guidelines Possess the skills to command and control security personnel to
accomplish security duties/tasks Possess the skills to coach and develop security personnel to perform
security control operations Possess the analytical skills and decision-making skills about response
actions to events and incidents Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information
and activities
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6.2 Supervise security personnel to perform security control operations Be able to: Coordinate the deployment of security personnel to perform security
control tasks - Match tasks, working hours and rotation requirements with individual
capabilities and other relevant attributes - Clearly communicate roles and responsibilities, procedures for
performing the tasks and the expected outcome - Acknowledge and balance the needs of the tasks, the team and the
individual where possible Monitor performance and exercise reward and punishment
- Monitor performance to ensure compliance with laid-down procedures and guidelines
- Recognize and reward good performers - Correct minor mistakes and shortcomings - Take disciplinary actions against serious failures
Give direction and support when needed - Take control and give direction in the event of emergencies - Provide guidance and support in handling customer complaints and
resolving conflicts Record and review performance for continuous improvement
- Ensure proper records of all events and incidents - Identify gaps and failures and take corrective actions - Identify training needs and provide training to further develop the
team and individuals - Provide feedback to management for continuous improvement of
security control operations
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Lead the team to effectively perform security control operations according to laid-down procedures and guidelines;
(ii) Take control and give direction to handle emergencies and resolve conflicts; and
(iii) Continuously improve the performance of the team and the security control
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Compile duty roster and coordinate deployment of security personnel
2. Code SSZZCR303A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to compile the duty roster and coordinate deployment of security personnel, making use of the organisation’s manpower resources to achieve the best possible outcome.
4. Level 3
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about compilation of duty roster and deployment of security
personnel: Understand relevant provisions of the following legislations:
- The Security & Guarding Services Ordinance, Chapter 460 - The Employment Ordinance, Chapter 57 - The Occupational Health & Safety Ordinance, Chapter 509 - The Employees’ Compensation Ordinance, Chapter 282
Understand the capacity and capabilities of the organisation’s manpower resources
Understand the service level agreement with the customers Understand the market situation about supply and management of security
personnel Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Compile duty roster and coordinate deployment of security personnel
Be able to: Identify essential information, such as
- Sites to be covered and their location - The span of coverage/operation, e.g. the next 3 months - Duration of deployment, e.g. 7-day cycle - The number of postings at each site - The number of security personnel required for each site and each posting - The exact start and end time and shift schedule of each posting - The duties and tasks to be performed at each posting - Any other relevant factors
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Compile the duty roster in consideration of factors, such as: - Relevant procedures and guidelines of the organisation - Historical data about trends and customer demands - Skill sets and qualifications required and available - Needs of individual personnel regarding location, shift, leave and rest, as
well as training and development Document and publish the duty roster:
- Document the duty roster - Consult with relevant management staff and related personnel - Publish the endorsed duty roster as appropriate
Coordinate deployment of personnel according to the published duty roster Re-deploy personnel in the event of contingencies Amend the duty roster according to actual deployment Safe-keep the duty roster as required Review changes and amendments for future improvements
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Compile duty rosters that facilitate effective and efficient use of the available manpower resources of the organisation; and
(ii) Comply with legal and regulatory requirements as well as meet the needs of the customer, the organisation and individual security personnel.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Work with government / non-government services to handle security incidents
2. Code SSZZCR304A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to effectively communicate and liaise with government and non-government services in order to support frontline security personnel in handling security incidents.
4. Level 3
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about liaison with government / non-government services: Understand the functions and operations of government and non-government
services relevant to handling of security incidents, which may include: - The Hong Kong Police - The Fire Services Department - The Health Department - Utilities companies for power supply and gas supply, etc.
Understand relevant laws and regulations Understand the organisation’s relevant guidelines and procedures Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities
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6.2 Work with various government / non-government services Be able to: Determine when and how to seek assistance from various government /
non-government services Follow laid-down guidelines and procedures to call out and work with these
services in the event of a security incident requiring their attendance - Notify them swiftly and clearly about
► What has happened ► The address of the facility at risk ► What is at risk ► What support is needed
- Identify contact details of personnel attending scene and convey the same to frontline security personnel at scene (if not already known)
- Deploy security personnel to support their operations - Coordinate actions according to requests from frontline security
personnel in consultation with personnel of these services at scene Arrange for adequate support to any routine visits and check-up of
government / non-government services at the facility Follow-up on findings of non-compliance or defects, referring them to other
appropriate parties of the organisation where relevant Record all contacts with and visits by these services according to laid-down
guidelines and procedures of the organisation Report to senior management issues requiring their attention
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Maintain good working relationship with various government and non-government services; and
(ii) Work effectively with them to handle security incidents of the organisation according to laid-down policies and guidelines.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Handle customer enquiries and complaints
2. Code SSZZCR305A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to properly handle customer enquiries and complaints so as to identify and resolve issues on the first call and contribute to customer satisfaction of the service performance and quality.
4. Level 3
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about enquires and complaints handling: Understand the organisation’s guidelines and procedures for handling
customer complaints / enquiries, such as: - Quality customer services - The standard procedures and steps to deal with enquiries / complaints - Guidelines for handling highly demanding customers - The steps for escalating complaints to higher level supervisors
Understand the responsibilities of different postings at various locations Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities Understand the responsibilities of different postings at various locations
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6.2 Handle enquires and complaints received by the security control Be able to: Maintain the channels for receiving customer enquires / complaints open at
all time Take appropriate actions to handle enquiries / complaints according to
laid-down guidelines and procedures, which should include: - Maintain courtesy throughout the conversation - Obtain the identity and contact details of the enquirer / complainant - Obtain basic facts about the issue, e.g. When? Where? Who? About what? - Identify and resolve the immediate needs - Inform the enquirer / complainant what will be done about the
outstanding issues, and when he/she may get a feedback - Provide the enquirer / complainant a point of contact for further questions - Refer outstanding issues to appropriate parties for follow-up actions,
including escalation to senior management where necessary - inform the enquirer / complainant of the outcome - Record details about the enquiry / complainant, actions taken and the
outcome
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to :
(i) Take actions to resolve customer enquiries and complaints according to laid-down guidelines and procedures; and
(ii) Keep records about all enquiries and complaints, actions taken and the outcome.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Provide logistical support to frontline security personnel
2. Code SSZZCR306A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to provide timely support to frontline security personnel in order to maintain the effectiveness of the security service.
4. Level 3
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about the work of frontline security personnel at various posts: Understand the protocols, reporting and communication requirements with
frontline security personnel Understand deployment details of frontline security personnel Understand the nature of operation and the types of support required of
frontline security personnel at each post Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Provide logistical support to frontline security personnel
Be able to: Maintain close contact with frontline security personnel, e.g.:
- Confirm deployment at each post at the beginning of each shift - Continue to closely monitor the activities of each post via electronic
security systems or other means of communication - Perform tele-protection checks on remote sites
Take prompt actions to support the work of frontline security personnel, which may include: - Deploy manpower to take over the post or as a temporary replacement in
the event of needs - Deploy additional manpower to support in the event of security incidents
or emergencies - Arrange for supervisory visits in the event of needs or any abnormalities
be observed - Coordinate urgent supply of materials and equipment as needed - Coordinate communications with internal/external parties
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7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Provide timely logistical support to frontline security personnel; and (ii) Ensure the effective operations of the security service.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Investigate and report incidents
3. Code SSZZCR307A
4. Range This unit of competency applies to security personnel at supervisory level and above responsible for performing security control operations. It covers the abilities to review records of events and incidents about security services, carry out further investigation to clarify issues, and compile incident reports as the basis of management decisions and further actions.
5. Level 3
6. Credit 3
7. Competency Performance Requirement 6.1 Knowledge about incident recording and reporting: Understand the organisation’s policies and guidelines regarding
record-keeping of information and activities about security services Understand the organisation’s policies and guidelines about reporting of
issues and incidents to management Understand the organisation’s policies and guidelines about investigation and
compilation of incident reports Understand the organisation’s policies and guidelines about information
security and information classification, transmission, storage and destruction Possess the skills and techniques for research and analysis Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities
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6.2 Investigate and report incidents Be able to: Gather all materials and information about the incident, which should
include: - Records kept at the security control - Reports from the electronic security systems relevant to the incident, e.g.
Intrusion alarms, CCTV footages, and door alarms and access activities of the access control system, etc.
- Any other facts and materials relevant to the incident, e.g. statements, notes, drawings and pictures, etc. about the incident, decisions and actions taken
Determine the relevance and reliability of the materials and information Carry out further investigative actions to clarify facts and issues where
necessary Compile the incident report:
- Produce an incident report in the prescribed format and layout as required - State clearly in the report administrative information such as sensitivity
classification, the case reference, the type of report, the date of report and the author of the report
Distribute the report to authorised parties with a need-to-know according to the organisation’s policies and guidelines
Safe-keep the report with the appropriate security protection as required Follow-up on issues and take further actions as directed by senior
management
8. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Compile incident reports according to laid-down policies and guidelines of the organisation; and
(ii) Report to senior management in the form of incident reports matters requiring their attention.
9. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Perform tele-protection duties 2. Code SSZZCR201A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to provide tele-protection to frontline security personnel working at remote sites or guard posts according to laid-down procedures and guidelines.
4. Level 2 5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about tele-protection: Understand the organisation’s policies and guidelines regarding supervision
and tele-protection Understand the objectives and operational procedures of tele-protection Possess the analytical skills and critical thinking skills to identify issues and
resolve problems and conflicts Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Perform tele-protection duties according to laid-down procedures and guidelines
Be able to: Obtain the full list of remote sites and guard posts covered by tele-protection Verify the identity of the security personnel, location and “no duress” during
each tele-protection Take appropriate actions in the event that a tele-protection is missed or failed Take appropriate actions in response to abnormalities or emergencies
detected Communicate management instructions to be carried out at the remote site or
guard post where relevant Provide direction and support to reports or requests from the remote site or
guard post where relevant Refer issues to the appropriate management personnel for follow-up actions Record all activities and response actions regarding tele-protection
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Perform tele-protection duties according to laid-down guidelines and procedures; and
(ii) Take appropriate actions to respond to abnormalities and emergencies identified. 8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Respond to security incidents and emergencies from the security control
2. Code SSZZCR202A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to monitor activities at the scene of a security incident or emergency from the security control, coordinate communications, provide support where needed and maintain complete and clear records of actions and decisions according to laid-down procedures and guidelines.
4. Level 2
5. Credit 3
6. Competency Performance Requirement 6.1 Knowledge about incident and emergency response: Understand the organisation’s policies and guidelines in emergency
management and business continuity management Understand the organisation’s policies and guidelines in media management Be proficient in the organisation’s command and control structure relevant to
emergency response Be proficient in the organisation’s business continuity plan Be proficient in the organisation’s incident response plans Be proficient in the organisation’s media management plan Understand the HK government’s emergency response system and the
operations of emergency services and related organisations Understand the organisation’s policies and guidelines in keeping complete
and clear records of actions and decisions about incidents and emergencies Understand the organisation’s policies and guidelines about information
security and document sensitivity classification, transmission, storage and destruction
Possess the analytic skills and critical thinking skills to identify issues and resolve problems and conflicts
Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Respond to security incidents and emergencies from the security control
Be able to:
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Take prompt actions in response to reports of security incidents and emergencies - Dispatch frontline security personnel to scene if not already present - Determine the nature and severity of the incident based on initial reports - Monitor activities at scene and provide support to requests from frontline
security personnel, which may include: ► Dispatch additional manpower to scene ► Inform government emergency services ► Activate the building evacuation plan ► Inform senior management and/or activate the emergency response
plan of the organisation - Coordinate internal/external communications - Handle enquiries from the media and public - Continue the above activities until normal operation is restored
Keep complete and clear records of actions and decisions from start to end Carry out follow-up actions:
- Produce an incident report in the prescribed format and style and within the timeline as required by the organisation
- Take further actions as directed by senior management - Document the report and keep all relevant information and records
according to laid-down policies and guidelines.
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Respond promptly to reports of security incidents and emergencies; (ii) Contribute to the organisation’s capabilities in handling security incidents and
emergencies by coordinating communications and providing support to frontline security personnel; and
(iii) Keep complete and clear records of actions and decisions according to laid-down policies and guidelines.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Prepare to monitor security systems and equipment
2. Code SSZZCR203A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to carry out testing and commissioning and other associated preparation for monitoring electronic security systems at the security control.
4. Level 2
5. Credit 2
6. Competency Performance Requirement 6.1 Knowledge about monitoring electronic security systems: Understand the site layout and physical security measures in place
Understand the configuration of the electronic security systems and distribution of devices on site
Understand policies and procedures regarding operations of the electronic security systems and devices on site
Understand the protocols and reporting and communication requirements between the security control and the site where the systems are installed
Understand the command and control structure for dealing with security incidents and emergencies on site
6.2 Prepare to monitor electronic security systems Be able to:
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Maintain up-to-date information about the site - Ensure that layout plans of the site are available at security control - Ensure that the site layout plans accurately show the boundary and points
and zones covered by the electronic security systems Carry out testing and commissioning according to laid-down guidelines and
procedures to confirm the working condition of the systems, including: - Connection between the devices, the systems and the security control - Communication and reports of intruder alarms at the security control - Communication and reports of door alarms and access activities at the
security control - Communication and display and/or records of CCTV footages at the
security control Prepare for responding to abnormal conditions and security situations
- Confirm accuracy of access control database regarding access cards, card holders, access rights, access zones and access approval authority, etc.
- Collect and make available essential information such as protocols, contact details and response actions under various conditions regarding the systems and devices monitored by the security control
- Visit the site and familiarise with contact points and the environment - Ensure that security coordinators and users on site are familiar with the
protocols and response actions
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Confirm readiness of the security control in monitoring the electronic security systems and devices; and
(ii) Ensure that relevant parties on site act according to laid-down policies and guidelines in response to various conditions and security situations.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Perform key control duties
2. Code SSZZCR204A
3. Range This unit of competency applies to security personnel responsible for security control operations. It covers the abilities to perform key control duties according to laid-down guidelines and procedures.
4. Level 2
5. Credit 1
6. Competency Performance Requirement 6.1 Knowledge about key controls:
Understand the importance of keys and locks as a means of access controland for protection of life and property
Understand the service level agreement between the organisation andcustomers in the event that key custody is provided as a service to customers
Understand the organisation’s policies and procedures regarding key controls
6.2 Perform key control duties according to laid-down guidelines and procedures Be able to: Keep track of keys under the custody of the security control:
- Safe-keep keys in a central location, such as a key box or a safe- Maintain a reliable system which should include:
► Label the keys To identify the customers who placed them and their contact
details To identify the corresponding locations, doors and locks
► Account for the keys under custody, their issuance and return► Check periodically accuracy of the details of the keys
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Carry out tasks according to laid-down policies and guidelines:- Confirm the authority and identity of the individual who requests for the
issuance of a key - Remove the correct key from the key box or safe - Confirm that the key is intact and no abnormality is observed - Complete all documentation and sign-off for key issuance as required - Confirm the condition of the key upon its return - Complete all documentation and sign-off for key return as required - Return the key with the correct label to its original position for custody - Determine if there are abnormal conditions, e.g. key return is
unreasonably overdue; or key appears to have been tampered with or replaced, etc.
- Carry out periodic checks to ensure that the keys under custody are accounted for, intact and accurately labelled
- Report abnormal conditions to senior management or the designated key control supervisor for further action.
- Maintain complete and clear records about issuance and return of keys as well as abnormal conditions observed and actions taken.
7. AssessmentCriteria
The integrated outcome requirements of this UoC are the abilities to:
(i) Maintain an accurate and easy to manage system to handle keys under the custody of the security control; and
(ii) Perform key control duties according to laid-down policies and procedures.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Track reports of defects, faults and malfunctions of facilities, systems, devices and
equipment in the field
2. Code SSZZCR205A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to track reports of defects, faults and malfunctions of facilities, systems, devices and equipment in the field and follow through until they are repaired, serviced or otherwise replaced in accordance to relevant policies, procedures and guidelines.
4. Level 2
5. Credit 1
6. Competency Performance Requirement 6.1 Knowledge about facilities, systems, devices and equipment: Be familiar with the physical environment, building facilities as well as
safety and security measures Be proficient in the function and operation of all relevant systems, devices
and equipment Be proficient in relevant policies, procedures and guidelines as well as
contingency plans Possess the people skills to deal with others Possess the communication skills to clearly and accurately report incidents Possess the literacy skills to clearly and accurately record information and
activities 6.2 Track reports of defects, faults and malfunctions of facilities, systems, devices and
equipment in the field Be able to:
Track reports of faults or malfunctions or otherwise any abnormal/irregular conditions about the facilities, systems, devices and equipment in the field
Ensure that immediate actions are taken to contain the situation from causing danger to people and/or damage to property
Assess the impact of the faults or malfunctions Activate relevant contingency plans where necessary Refer the issues to relevant internal/external parties for repair and
maintenance and/or servicing Follow through until the issues are resolved Keep records about the issues and the subsequent actions and decisions
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities to:
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(i) Track reports of faults or malfunctions of the facilities, systems, devices and equipment in the field and ensure that the issues will be resolved in accordance to laid-down policies, procedures and guidelines; and
(ii) Contribute to safety and security of the premises under protection.
8. Remarks
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Specification of Competency Standards for the Security Services Industry Unit of Competency Security Control Room
1. Title Record information and activities about security services
2. Code SSZZCR206A
3. Range This unit of competency applies to security personnel responsible for performing security control operations. It covers the abilities to clearly and properly record security activities and incidents in accordance to laid-down policies, procedures and guidelines,
4. Level 2
5. Credit 1
6. Competency Performance Requirement 6.1 Knowledge about keeping records about security activities and incidents: Understand the role of the security control in keeping records about security
and incidents Understand the organisation’s policies and guidelines about the format, style
and content for record-keeping in the security control Understand the organisation’s policies and procedures about information
security and information classification, transmission, storage and destruction Possess the people skills and communication skills to deal with others Possess the literacy skills to clearly and accurately record information and
activities 6.2 Record security activities and incidents
Be able to: Monitor closely the activities of security services at all time
Operate the facilities and equipment for record-keeping correctly Maintain records of all activities and events about security services, which
should: - Be in the prescribed format and style as required by the organisation - Be in chronological order - Include details of all activities and events about security services in the
frontline, on sites as well as in the security control - Record clearly and properly about When? Who? What? Where? Why? of
each communication, action and decision. Safe-keep the records according to laid-down guidelines and procedures of
the organisation
7. Assessment Criteria
The integrated outcome requirements of this UoC are the abilities:
(i) Maintain clear and proper records about all activities, actions and decisions about security services; and
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(ii) Record and safe-keep the records according to laid-down policies and guidelines of the organisation.
8. Remarks
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